Our current view of the service
Updated
15 September 2025
Date of Assessment:24 September to 8 October 2025. The service is a care at home service providing support to older people and younger adults living with dementia, mental health conditions, physical disabilities, and learning disabilities.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
People using the service and their families consistently reported feeling safe and well supported by regular carers. Safeguarding concerns were appropriately identified and escalated, with evidence of internal investigations, staff training and changes to care plans where needed. Governance systems were in place, including audits, spot checks and Key Performance Indicator (KPI) monitoring.
Care plans were generally person-centred and reflected people’s needs and preferences. However, some plans required updates or clarification, particularly around medication risks, sensory impairment and mental health triggers. These were raised with the provider during the inspection. Risk assessments were in place, but some lacked sufficient detail in areas to guide staff effectively. The provider corrected this during our inspection.
Staff were described as respectful and thorough, supporting people’s independence and dignity. Staff were described as going above and beyond, including supporting with additional tasks and providing emotional reassurance. People valued the social interaction and continuity of care.
The provider was responsive to individual preferences. Carers were matched based on gender when requested, and people felt able to decline care if not needed. Feedback was regularly sought, and new carers were buddied with regular staff to ensure continuity. Some people raised they would like more notice about which carer would be attending, particularly at weekends.
Staff felt supported by approachable managers and received regular training, including in Percutaneous Endoscopic Gastrostomy [PEG] care, epilepsy, mental health and learning disabilities. Rotas were generally fair, though staff noted challenges when covering sickness. Staff demonstrated pride in their work and a clear understanding of safeguarding responsibilities.
People's experience of the service
Updated
15 September 2025
People who use the service consistently told us they felt safe and well cared for. They described their carers as trustworthy, reliable and attentive. One person said, “Definitely safe. Always have the same carers, we trust them,” while another commented, “Very safe, I have an absolutely brilliant carer, they make sure I am okay, there’re a credit to the job.” Family members also felt confident leaving relatives in the care of staff, with 1 saying, “I feel comfortable enough to leave [family member] in their care, the carers are good at engaging with them.”
People told us that concerns were listened to and acted upon. One person said, “I spoke with the coordinator, they listened, apologised and dealt with the issue. It has never happened since.” Another said, “If I had a complaint I would call but I haven’t had to.” Most people reported carers arrived on time and stayed for the full visit. People said staff were not rushed and always made sure people were settled before leaving. One person told us, “No missed calls. No cuts in visit,” and another said, “Always here around the same time, they stay the full half hour, never rushed, I always get a cup of tea before they go.”
People felt their care needs were met and staff supported them in a respectful and unhurried way. One person said, “They don’t make me feel uncomfortable when providing personal care,” and a family member told us, “They always gets a thorough wash, nothing is rushed.” People valued being given time and support to maintain their independence. Medication support was described positively, with1person saying, “[Relative] always gets their medication, and carers record it on their phones [Electronic Care Recording Device],” and another person adding, “Pleased to have them visit, I used to forget to take my medication, they check with me that I have had my tablets.”
Communication from the office was described as clear and timely. People said they were informed if carers were running late or if there were changes. One person said, “The office let us know they are running late, it’s to be expected if they are held up with another visit.”
Carers were described as kind, respectful and compassionate. One family member said, “I’d describe them [care staff] as very good to excellent”. Another person said, “They are attentive, professional and understand [relatives] anxiety. There is always light-hearted conversation.” People told us carers went above and beyond, with one saying, “They listen, that helps me so much, they are very understanding, they are worth their weight in gold,” and another sharing, “They go above and beyond for family member, everything is left clean and tidy, she had to get a water sample to the doctor and the carers took it round for her. They care.”
People told us their preferences were respected and care was flexible. One person said, “If I am not going out, I say I don’t want a shower, it’s my choice.” Another said, “They asked at the start what was our preferences of carer, we asked for female as we knew [relatives] preferences.” People valued the social interaction carers provided, especially those living alone. One person said, “Carers good at social conversation, something I miss living here on my own.”
People felt well informed and able to give feedback. They received information packs and were kept up to date about management changes. One person said, “We got an information pack with all the contact details at the office, the carer tells us when there has been management changes or when someone from the office comes out to check on everything.” Another said, “I get a regular survey to fill in and happy to give comments.”